Escalation Manager - Remote

Overview

The Escalation Manager will play a critical role in company's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs).

In Short

• Act as the primary point of contact for escalated customer issues.
• Monitor and manage the escalation process.
• Communicate escalation progress and outcomes to stakeholders.
• Advocate for customers by understanding their needs.
• Provide clear communication to customers throughout the escalation process.
• Work closely with support teams to resolve complex issues.
• Facilitate cross-departmental collaboration.
• Escalate issues further within the organization when necessary.

Requirements

• 5+ years of experience in customer support or technical support.
• Experience in the managed service provider (MSP) industry is a plus.
• Familiarity with networking concepts.
• Experience with ticketing systems and CRM tools.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Exceptional interpersonal skills.
• Strong organizational and multitasking abilities.

Benefits

• Opportunity to work in a dynamic support environment.
• Collaborate with cross-functional teams.
• Contribute to improving customer satisfaction.